Clinic Manager

Title: Regional Manager, Market Operations

Manager: Director, Market Operations

Schedule  & Location: Hybrid role – will split time between managed clinics & work from home 80/20 - Monday -Friday. Oversee three clinics (Playa Vista, Santa Monica, Culver City) and support the remote provider team!

Compensation: $120000 to $135000 per year depending on experience. 

Role Summary: 

As a Regional Manager, Market Operations you will directly own operational policies and procedures, financials & performance, and patient & staff experience for your region (at minimum 3 clinics - including the market’s virtual “clinic”). You will work closely with clinical leadership to ensure your region hits overall performance targets (patient experience, utilization, care margin, quality). You will directly manage all clinic supervisors in your region, and indirectly manage the administrative staff. You will support your supervisors by setting the tone and intention at the clinic as an inspirational and thoughtful leader. You will also own central market operations projects, focused on improving clinic workflows, efficiency, patient experience and team engagement. You will support the Director, Market Operations in rolling out new policies and procedures to all Tia clinics. 

Responsibilities:

Building, Managing, and Engaging Teams

• Manage Associate Clinic Managers, Lead Clinical Assistants; indirectly manage support staff - Front Desk Associates, Medical Assistants, Phlebotomists, (step in to directly manage clinic support staff as needed)
• Coach, mentor, develop and support performance of clinic managers and supervisors
• Assist in performance management of clinic teams, partnering with Clinic Managers/Supervisors and HRBP (HR Business Partner) as needed
• Perform skip-level check-ins with clinic teams, gathering feedback, supporting team development, and building culture
• Lead hiring and onboarding of Clinic Managers and Supervisors (and support staff as needed)
• Support with hiring and onboarding of providers, determining schedule and skills needed for the region, in partnership with Medical Manager
• Cultivate positive regional culture through team engagement practices
• Partner with HRBP to create or update staff policies as needed
• Ensure significant leadership presence across all clinics in region
• Spearhead special projects related to team engagement and development (ie. quarterly bonus program, mentor program, etc.)

Clinical & Operational Excellence

• Ensures provider & support staff schedules for region are accurate & published in advance
• Create and implement new or updated clinic operations policies & processes as needed
• Provide robust oversight of clinical workflows, ensuring Tia is providing compliant & high quality care and clinics are operating efficiently
• Manage region to budget
• Ensure clinics meet Tia Space & Care Standards
• Own new site openings for new clinics in your region
• Escalate product feedback as needed
• Escalate clinical feedback as needed

Patient Experience & Hospitality

• Partner with clinical leadership to ensure adequate appointment access at the clinics in your region (appointment types and total availability)
• Build positive relationships with clinicians, support staff, patients, community and vendors; manage conflict with care and empathy
• Ensure patient & staff safety & quality of care through incident reporting and access plans
• Develop, lead, and monitor improvement initiatives related to retention and NPS
• Ensure team has effectively responded to patient experience or quality escalations
• Support marketing team with community & clinic events

Other

Act as a representative of Tia to potential members, health system partners, etc. via clinic tours & external meetings

• Identify opportunities for operational improvements, improvements to patient experience, growth opportunities, etc. 
• Design and conducts experiments to test new processes, technologies, or treatment protocols within clinic(s) using data-driven approach; goal of standardizing and optimizing operations across multiple locations
• Effectively presents findings, gets buy-in from, and updates cross-functional stakeholders as needed
• 30-60% of time spent on cross-functional strategic projects (examples: support staff career-pathing, improved ways of working with virtual support team, bringing POC testing in-house, etc)

Abilities / Skills: 

• Has experience and excitement in building teams
• Strong verbal and written communication skills
• Highly organized with ability to prioritize and reprioritize 
• Ability to interpret & act on performance metrics
• Ability to roll up sleeves and dive deep into the clinic workflows, understanding the job of your team so well that you could perform the duties yourself
• Ability to lead cross-functional teams
• Comfortable gathering data and synthesizing it into actionable insights
• Experience running a multi-site operational business, ideally an outpatient clinic model or other similar business
• Experience with budget and P&L management
• Customer service skills; Ability to connect with others, exudes empathy and compassion 
• Uses a process-oriented approach: issue identification → resolution → prevention
• Must thrive in a start-up environment, be comfortable with change & ambiguity, and effective at change management for your team 
• Proficiency in MS/Google Suite

Other requirements/qualifications:

• Must be able to work flexible/non-traditional hours including occasional weekends and some holidays (on-call for emergencies)
• Hybrid role – will split time between managed clinics & work from home 80/20
• Proven leadership in the healthcare industry
• At least 6 years of management experience
• Open to travel 5-10% of the job (outside of managed clinics- to other markets, offsites, new space openings) 

Other important details:

• You’re willing to work morning, nights & weekends, if needed
• You’re authorized to work in the US
• Tia is an equal opportunity employer.